Customer Support Engineer

Job DescriptionJob Description

APCON, Inc. is seeking a Customer Support Engineer to provide technical assistance and guidance for our proprietary security application, which is designed and built entirely in-house. In this onsite role, you will work directly with customers to troubleshoot issues, deliver solutions, and ensure seamless product performance. Your expertise will contribute to enhancing the security posture of our platform and providing valuable feedback to our development teams.

Key Responsibilities

• Act as the primary point of contact for customer technical support related to our security product.
• Diagnose, troubleshoot, and resolve hardware and software issues efficiently.
• Provide clear and timely communication to customers regarding solutions and product updates.
• Collaborate with internal engineering and product teams to escalate complex technical issues.
• Monitor, analyze and report vulnerabilities using our security product and provide feedback and guidance to the development team.
• Maintain comprehensive documentation of customer interactions and technical resolutions.
• Guide best practices to optimize product performance for customers.
• Conduct training sessions to enhance customer adoption and usage of the product.

Required Qualifications

• 4+ years of experience in technical support or a related role.
• Expertise in firewalls, IDS/IPS, VPN configurations, and network security.
• Proficiency in Windows and Linux environments, including system administration and troubleshooting.
• Strong problem-solving skills with the ability to diagnose and resolve security-related issues efficiently.
• Hands-on experience with SIEM tools, endpoint protection, and vulnerability scanners.
• Ability to write and use scripts in PowerShell, Python, or Bash for automation and troubleshooting.

Education, Certifications, and Skills

• Bachelor's degree in Computer Science, Information Technology, Network Security, or a related field ().
• Relevant certifications such as CompTIA Security+, Cisco CCNA, or Microsoft Certified Security Engineer are a plus.
• Excellent interpersonal and communication skills to interact with customers and internal teams effectively.
• Ability to thrive in a fast-paced environment and manage multiple customer cases simultaneously.
• Familiarity with cybersecurity solutions and evolving security technologies.

About APCON, Inc.

APCON, Inc. is a leader in network security solutions, with scalable hardware and intuitive software APCON, Inc. provides next- security products for fast threat detection and reliable data flow across complex networks. For over 30 years, we have been trusted by Fortune 100 and mid-size companies in financial services, telecommunications, government, automotive, healthcare, and large AI-powered Data Centers. Our platforms deliver real-time traffic analysis, enhancing performance and protecting against cyberattacks, data breaches, and blind spots.

Why APCON, Inc.?

• Join a team of skilled professionals who help shape the future through collaboration, passion, and innovation
• We offer competitive pay and benefits to support you and your family, helping you live your best life. Enjoy work-life balance so you can thrive both personally and professionally

Benefits

• Medical, dental, and vision insurance
• Company-paid short and long-term
• Flexible spending accounts
• Generous PTO program
• 401(K) Retirement Savings Plan with company match
• Professional development program
• Collaborative and innovative environment
• On-site exercise facility

APCON, Inc. is an EEO Employer. All qualified applicants will receive consideration for employment without regard to , , , , , , , , veteran status, , marital status, , genetic information, or other legally protected status. Offers are contingent on the successful completion of pre-employment background screenings.